QUALICORE Blog
QA, coaching & compliance insights for contact centres worldwide
Articles on call scoring, AI Auto-QA, coaching ROI, escalations, POPIA, GDPR and BPO quality — written for operators in 30+ markets.
Why UK and US Businesses Are Moving Their Operations to South Africa in 2026
The smartest operators in real estate, insurance, financial services, and SaaS have quietly discovered what EconX Group has been building in Cape Town. Here is what they found — and why it changes everything about how you staff your business.
QUALICORE Team · June 10, 2026 · BPO · outsourcing · South Africa
How to Reduce Call Centre Agent Attrition: A Practical Playbook
Agent attrition of 30–45% a year is the call centre industry’s most expensive habit. Here’s a data-driven playbook to cut it — including the early-warning signals most teams miss.
QUALICORE Team · January 14, 2026 · attrition · agent retention · workforce
The Call Centre QA Scorecard: Template, Examples and Best Practices
A great QA scorecard is the backbone of quality. Here’s how to structure one — sections, weighting, fatal criteria and an independent compliance score — with examples.
QUALICORE Team · January 21, 2026 · scorecard · QA · best practices
FCR vs AHT: How to Balance Efficiency and Quality
Average handle time and first contact resolution pull in opposite directions — until you measure them together. Here’s how to balance speed and quality without sacrificing either.
QUALICORE Team · January 28, 2026 · FCR · AHT · metrics
What Is a Fatal Error in Call Centre QA (and How to Handle It)
A fatal error zeroes the whole evaluation, no matter how good the rest of the call was. Here’s what counts as fatal, why it matters, and how to handle it well.
QUALICORE Team · February 4, 2026 · fatal error · compliance · QA
AI Auto-QA: How to Scale Call Quality Beyond the 2% Sample
Manual QA samples a few percent of calls. AI Auto-QA can review far more — without losing the human judgement that makes QA credible. Here’s how to do it right.
QUALICORE Team · February 11, 2026 · AI · auto-QA · coverage
Partial credit on Save Rate — when to award and when to fail
Partial credit on Save Rate QUALICORE supports a threestate scoring model: pass, partial, fail. Award partial credit when: The agent attempted the behaviour but missed an element The customer interrupted before comp…
Philani Chade Maswanganye · April 25, 2026 · scoring · partial-credit · qa-scoring
Fatal fail: compliance breach — how to score and what to do next
Fatal fail — compliance breach A fatal fail of type compliance breach triggers four downstream actions in QUALICORE: 1. The evaluation is locked at 0%. 2. An escalation is autoraised on the supervisor's queue. 3. The…
Philani Chade Maswanganye · April 25, 2026 · fatal-fail · compliance · qa-scoring
Critical-fail criteria explained for web chat calls
Criticalfail criteria — web chat A critical fail scores zero overall, regardless of how strong the rest of the call was. On web chat interactions, the most common critical fails are: Failing to authenticate the custo…
Philani Chade Maswanganye · April 25, 2026 · scoring · critical-fail · qa-scoring
Keyboard shortcuts you should learn in your first week
Keyboard shortcuts QUALICORE is built for keyboardfirst workflows. | Shortcut | What it does | | | | | / | Focus the global search | | g d | Go to dashboard | | g s | Go to your sessions | | g k | Go to kn…
Philani Chade Maswanganye · April 25, 2026 · shortcuts · productivity · getting-started
Welcome to QUALICORE — first day for Agents
Welcome to QUALICORE If today is your first day on QUALICORE as a Agent, this article is for you. Your first 30 minutes 1. Sign in at /login with the credentials your admin shared. 2. Complete your profile in Settin…
Philani Chade Maswanganye · April 25, 2026 · onboarding · first-day · getting-started
Critical-fail criteria explained for email calls
Criticalfail criteria — email A critical fail scores zero overall, regardless of how strong the rest of the call was. On email interactions, the most common critical fails are: Failing to authenticate the customer Q…
Philani Chade Maswanganye · April 25, 2026 · scoring · critical-fail · qa-scoring
Keyboard shortcuts you should learn in your first week
Keyboard shortcuts QUALICORE is built for keyboardfirst workflows. | Shortcut | What it does | | | | | / | Focus the global search | | g d | Go to dashboard | | g s | Go to your sessions | | g k | Go to kn…
Philani Chade Maswanganye · April 25, 2026 · shortcuts · productivity · getting-started
Welcome to QUALICORE — first day for Customer Services
Welcome to QUALICORE If today is your first day on QUALICORE as a Customer Service, this article is for you. Your first 30 minutes 1. Sign in at /login with the credentials your admin shared. 2. Complete your profil…
Philani Chade Maswanganye · April 25, 2026 · onboarding · first-day · getting-started
Contact centre best practices for Western Cape operations
Best practices — Western Cape Contact centres in Western Cape face a few specific dynamics: Load shedding — keep evaluation drafts in autosave. QUALICORE persists drafts every 30 seconds. Multilingual customers — sw…
Philani Chade Maswanganye · April 25, 2026 · contact-centre · province · best-practices
Why downloading a payslip isn't working — common causes
Troubleshooting — downloading a payslip If downloading a payslip isn't working for you, run through this list: 1. Check connectivity — the bottomright indicator should be green. 2. Sign out and back in — fixes 80% of…
Philani Chade Maswanganye · April 25, 2026 · common-issues · troubleshooting
Install QUALICORE as an app on your phone
Install as an app QUALICORE is a Progressive Web App. You can install it like a native app: iOS Safari: 1. Tap the share icon 2. Choose Add to Home Screen Android Chrome: 1. Tap the threedot menu 2. Choose Install Ap…
Philani Chade Maswanganye · April 25, 2026 · pwa · install · mobile
Late fees and the overdue dunning sequence
What happens when a customer pays late QUALICORE follows a fourstep dunning sequence: | Day past due | Action | | : | | | 0 | Invoice marked o…
Philani Chade Maswanganye · April 25, 2026 · late-fees · overdue · billing
Refunds via Yoco — what to expect
Refunds via Yoco When a refund is issued through QUALICORE for a Yocopaid invoice: 1. The amount is sent to Yoco via POST /payments/:id/refunds. 2. Yoco posts a refund webhook (verified via HMAC against YOCOWEBHOOKSEC…
Philani Chade Maswanganye · April 25, 2026 · refunds · yoco · billing
Receipts, billing statements, and the invoice PDF
Document types in QUALICORE billing There are four PDFs your finance team will see: 1. Invoice — issued at the start of each cycle. /admin/invoices/:id/pdf. Itemised line items + VAT. 2. Receipt — issued when a paymen…
Philani Chade Maswanganye · April 25, 2026 · receipt · pdf · billing
Mid-cycle agent changes — how proration works
Proration on agent count changes QUALICORE bills per active agent. When you add or remove agents midcycle, the next invoice prorates by working days remaining. Add an agent: the new agent's perday cost is added for ev…
Philani Chade Maswanganye · April 25, 2026 · billing-cycle · proration · billing
VAT, BBBEE and ECONX GROUP — what's on your invoice
VAT and statutory disclosures Every QUALICORE invoice issued from a South African tenant carries: 15% VAT itemised separately from the subtotal (SARS requires this on tax invoices over R5 000). VAT registration numb…
Philani Chade Maswanganye · April 25, 2026 · vat · south-africa · billing
How volume + loyalty + retention discounts stack
Discounts on QUALICORE invoices QUALICORE supports four automatic discount types that stack additively: Autopay flatrand discount — set per company (default R40). Applies whenever autopay is active on the invoice's b…
Philani Chade Maswanganye · April 25, 2026 · discount · volume · loyalty
The four types of credit on your account
Credit types QUALICORE distinguishes four credit families on a tenant's account so finance can report on each separately: 1. Promo credit — granted by sales (e.g. a launch promo). Use within 90 days by default; config…
Philani Chade Maswanganye · April 25, 2026 · credit · types-of-credit · billing
Manual discounts (set by admin or customer service)
Manual discounts Sometimes a customer is owed a goodwill credit, a partial refund as a discount, or a oneoff concession. QUALICORE supports this with a manualdiscount lever: Endpoint: POST /admin/invoices/:id/applydis…
Philani Chade Maswanganye · April 25, 2026 · credit · manual-discount · billing
What happens when you overpay an invoice
Overpayments and credit balance If you pay more than the invoice amount — e.g. you round up, or you paid a previous balance that has since been written off — QUALICORE never throws the surplus away. How it works: 1. T…
Philani Chade Maswanganye · April 25, 2026 · credit · overcredit · overpayment
How autopay discount works on your subscription
Autopay discount When autopay is enabled, your subscription qualifies for a flatrand discount that the superadmin sets per company. Where you see it: The discount value and Yoco/Stripe label both come from the percom…
Philani Chade Maswanganye · April 25, 2026 · autopay · discount · billing
Reading the FCR dashboard for HRs
FCR dashboard — HR The FCR card on your dashboard shows three numbers: Today — the rolling 24hour figure Trend (7d) — direction relative to last week Goal — your team's target for the period If you click the card,…
Philani Chade Maswanganye · April 25, 2026 · reports · kpi · reporting
POPIA basics for HRs
POPIA basics — HR The Protection of Personal Information Act (POPIA, No. 4 of 2013) is the South African law that governs how organisations handle personal information. Three rules every HR must remember: 1. Verify b…
Philani Chade Maswanganye · April 25, 2026 · popia · data-protection · compliance
How AI suggests coaching focus areas for HRs
AI coaching suggestions Whenever a HR fails an evaluation, the AI proposes: Top 3 development areas — derived from the failed criteria + their tags Talking points — opening lines for the coaching conversation GROW…
Philani Chade Maswanganye · April 25, 2026 · ai · coaching-suggestions · ai-&-ml
How AI parses candidate CVs for HR roles
AI CV parsing When a CV is uploaded for a HR role, QUALICORE runs three AI passes: 1. Profile extraction — pulls structured fields (years of experience, skills, education, certifications, languages, role history). 2.…
Philani Chade Maswanganye · April 25, 2026 · ai · cv-parsing · ai-&-ml
How to dispute an evaluation — agent rights
Disputing an evaluation You have the right to dispute any evaluation. Here's how: 1. Open the evaluation in /dashboard/agent/evaluations/[id]. 2. Click Raise Dispute. 3. Explain in at least 50 characters why you disag…
Philani Chade Maswanganye · April 25, 2026 · disputes · agent-rights · escalations
Auto-escalation triggers explained: compliance breach
Autoescalation: compliance breach QUALICORE evaluates five trigger algorithms after every QA submission: 1. Fatal fail — any criterion of type compliance breach. 2. Repeat fails — the same criterion failing across 3+…
Philani Chade Maswanganye · April 25, 2026 · triggers · auto-escalate · escalations
Why both signatures matter for HR coaching records
Why both signatures matter A coaching session record without both signatures is not legally defensible under the Labour Relations Act No. 66 of 1995. QUALICORE will refuse to generate the Proof of Coaching PDF unless…
Philani Chade Maswanganye · April 25, 2026 · signatures · compliance · coaching
Agent off-PC: how supervisors record on their behalf
Agent offPC — supervisor override When the agent is on a backtoback call queue, you don't have to wait. Supervisor steps: 1. Open the session in /dashboard/supervisor/sessions/[id]. 2. Click "Agent OffPC — Record on T…
Philani Chade Maswanganye · April 25, 2026 · off-pc · supervisor-override · coaching
GROW model walkthrough for HR first sessions
GROW for HR first sessions The GROW model in QUALICORE coaching has five fields: G — Goal (Specific): what is the coaching focus? R — Reality (Measurable): where is the agent today? O — Options (Achievable): what a…
Philani Chade Maswanganye · April 25, 2026 · grow · first-session · coaching
Partial credit on NPS — when to award and when to fail
Partial credit on NPS QUALICORE supports a threestate scoring model: pass, partial, fail. Award partial credit when: The agent attempted the behaviour but missed an element The customer interrupted before completion…
Philani Chade Maswanganye · April 25, 2026 · scoring · partial-credit · qa-scoring
Fatal fail: compliance breach — how to score and what to do next
Fatal fail — compliance breach A fatal fail of type compliance breach triggers four downstream actions in QUALICORE: 1. The evaluation is locked at 0%. 2. An escalation is autoraised on the supervisor's queue. 3. The…
Philani Chade Maswanganye · April 25, 2026 · fatal-fail · compliance · qa-scoring
Critical-fail criteria explained for web chat calls
Criticalfail criteria — web chat A critical fail scores zero overall, regardless of how strong the rest of the call was. On web chat interactions, the most common critical fails are: Failing to authenticate the custo…
Philani Chade Maswanganye · April 25, 2026 · scoring · critical-fail · qa-scoring
Keyboard shortcuts you should learn in your first week
Keyboard shortcuts QUALICORE is built for keyboardfirst workflows. | Shortcut | What it does | | | | | / | Focus the global search | | g d | Go to dashboard | | g s | Go to your sessions | | g k | Go to kn…
Philani Chade Maswanganye · April 25, 2026 · shortcuts · productivity · getting-started
Welcome to QUALICORE — first day for HRs
Welcome to QUALICORE If today is your first day on QUALICORE as a HR, this article is for you. Your first 30 minutes 1. Sign in at /login with the credentials your admin shared. 2. Complete your profile in Settings…
Philani Chade Maswanganye · April 25, 2026 · onboarding · first-day · getting-started
Contact centre best practices for Free State operations
Best practices — Free State Contact centres in Free State face a few specific dynamics: Load shedding — keep evaluation drafts in autosave. QUALICORE persists drafts every 30 seconds. Multilingual customers — switch…
Philani Chade Maswanganye · April 25, 2026 · contact-centre · province · best-practices
Why downloading a payslip isn't working — common causes
Troubleshooting — downloading a payslip If downloading a payslip isn't working for you, run through this list: 1. Check connectivity — the bottomright indicator should be green. 2. Sign out and back in — fixes 80% of…
Philani Chade Maswanganye · April 25, 2026 · common-issues · troubleshooting
Install QUALICORE as an app on your phone
Install as an app QUALICORE is a Progressive Web App. You can install it like a native app: iOS Safari: 1. Tap the share icon 2. Choose Add to Home Screen Android Chrome: 1. Tap the threedot menu 2. Choose Install Ap…
Philani Chade Maswanganye · April 25, 2026 · pwa · install · mobile
Late fees and the overdue dunning sequence
What happens when a customer pays late QUALICORE follows a fourstep dunning sequence: | Day past due | Action | | : | | | 0 | Invoice marked o…
Philani Chade Maswanganye · April 25, 2026 · late-fees · overdue · billing
Refunds via Yoco — what to expect
Refunds via Yoco When a refund is issued through QUALICORE for a Yocopaid invoice: 1. The amount is sent to Yoco via POST /payments/:id/refunds. 2. Yoco posts a refund webhook (verified via HMAC against YOCOWEBHOOKSEC…
Philani Chade Maswanganye · April 25, 2026 · refunds · yoco · billing
Receipts, billing statements, and the invoice PDF
Document types in QUALICORE billing There are four PDFs your finance team will see: 1. Invoice — issued at the start of each cycle. /admin/invoices/:id/pdf. Itemised line items + VAT. 2. Receipt — issued when a paymen…
Philani Chade Maswanganye · April 25, 2026 · receipt · pdf · billing
Mid-cycle agent changes — how proration works
Proration on agent count changes QUALICORE bills per active agent. When you add or remove agents midcycle, the next invoice prorates by working days remaining. Add an agent: the new agent's perday cost is added for ev…
Philani Chade Maswanganye · April 25, 2026 · billing-cycle · proration · billing
VAT, BBBEE and ECONX GROUP — what's on your invoice
VAT and statutory disclosures Every QUALICORE invoice issued from a South African tenant carries: 15% VAT itemised separately from the subtotal (SARS requires this on tax invoices over R5 000). VAT registration numb…
Philani Chade Maswanganye · April 25, 2026 · vat · south-africa · billing
How volume + loyalty + retention discounts stack
Discounts on QUALICORE invoices QUALICORE supports four automatic discount types that stack additively: Autopay flatrand discount — set per company (default R40). Applies whenever autopay is active on the invoice's b…
Philani Chade Maswanganye · April 25, 2026 · discount · volume · loyalty
The four types of credit on your account
Credit types QUALICORE distinguishes four credit families on a tenant's account so finance can report on each separately: 1. Promo credit — granted by sales (e.g. a launch promo). Use within 90 days by default; config…
Philani Chade Maswanganye · April 25, 2026 · credit · types-of-credit · billing
Manual discounts (set by admin or customer service)
Manual discounts Sometimes a customer is owed a goodwill credit, a partial refund as a discount, or a oneoff concession. QUALICORE supports this with a manualdiscount lever: Endpoint: POST /admin/invoices/:id/applydis…
Philani Chade Maswanganye · April 25, 2026 · credit · manual-discount · billing
What happens when you overpay an invoice
Overpayments and credit balance If you pay more than the invoice amount — e.g. you round up, or you paid a previous balance that has since been written off — QUALICORE never throws the surplus away. How it works: 1. T…
Philani Chade Maswanganye · April 25, 2026 · credit · overcredit · overpayment
How autopay discount works on your subscription
Autopay discount When autopay is enabled, your subscription qualifies for a flatrand discount that the superadmin sets per company. Where you see it: The discount value and Yoco/Stripe label both come from the percom…
Philani Chade Maswanganye · April 25, 2026 · autopay · discount · billing
Reading the Save Rate dashboard for Admins
Save Rate dashboard — Admin The Save Rate card on your dashboard shows three numbers: Today — the rolling 24hour figure Trend (7d) — direction relative to last week Goal — your team's target for the period If you…
Philani Chade Maswanganye · April 25, 2026 · reports · kpi · reporting
POPIA basics for Admins
POPIA basics — Admin The Protection of Personal Information Act (POPIA, No. 4 of 2013) is the South African law that governs how organisations handle personal information. Three rules every Admin must remember: 1. Ve…
Philani Chade Maswanganye · April 25, 2026 · popia · data-protection · compliance
How AI suggests coaching focus areas for Admins
AI coaching suggestions Whenever a Admin fails an evaluation, the AI proposes: Top 3 development areas — derived from the failed criteria + their tags Talking points — opening lines for the coaching conversation GR…
Philani Chade Maswanganye · April 25, 2026 · ai · coaching-suggestions · ai-&-ml
How AI parses candidate CVs for Admin roles
AI CV parsing When a CV is uploaded for a Admin role, QUALICORE runs three AI passes: 1. Profile extraction — pulls structured fields (years of experience, skills, education, certifications, languages, role history).…
Philani Chade Maswanganye · April 25, 2026 · ai · cv-parsing · ai-&-ml
How to dispute an evaluation — agent rights
Disputing an evaluation You have the right to dispute any evaluation. Here's how: 1. Open the evaluation in /dashboard/agent/evaluations/[id]. 2. Click Raise Dispute. 3. Explain in at least 50 characters why you disag…
Philani Chade Maswanganye · April 25, 2026 · disputes · agent-rights · escalations
Auto-escalation triggers explained: data protection breach
Autoescalation: data protection breach QUALICORE evaluates five trigger algorithms after every QA submission: 1. Fatal fail — any criterion of type data protection breach. 2. Repeat fails — the same criterion failing…
Philani Chade Maswanganye · April 25, 2026 · triggers · auto-escalate · escalations
Why both signatures matter for Admin coaching records
Why both signatures matter A coaching session record without both signatures is not legally defensible under the Labour Relations Act No. 66 of 1995. QUALICORE will refuse to generate the Proof of Coaching PDF unless…
Philani Chade Maswanganye · April 25, 2026 · signatures · compliance · coaching
Agent off-PC: how supervisors record on their behalf
Agent offPC — supervisor override When the agent is on a backtoback call queue, you don't have to wait. Supervisor steps: 1. Open the session in /dashboard/supervisor/sessions/[id]. 2. Click "Agent OffPC — Record on T…
Philani Chade Maswanganye · April 25, 2026 · off-pc · supervisor-override · coaching
GROW model walkthrough for Admin first sessions
GROW for Admin first sessions The GROW model in QUALICORE coaching has five fields: G — Goal (Specific): what is the coaching focus? R — Reality (Measurable): where is the agent today? O — Options (Achievable): wha…
Philani Chade Maswanganye · April 25, 2026 · grow · first-session · coaching
Partial credit on AHT — when to award and when to fail
Partial credit on AHT QUALICORE supports a threestate scoring model: pass, partial, fail. Award partial credit when: The agent attempted the behaviour but missed an element The customer interrupted before completion…
Philani Chade Maswanganye · April 25, 2026 · scoring · partial-credit · qa-scoring
Fatal fail: data protection breach — how to score and what to do next
Fatal fail — data protection breach A fatal fail of type data protection breach triggers four downstream actions in QUALICORE: 1. The evaluation is locked at 0%. 2. An escalation is autoraised on the supervisor's queu…
Philani Chade Maswanganye · April 25, 2026 · fatal-fail · compliance · qa-scoring
Critical-fail criteria explained for inbound calls
Criticalfail criteria — inbound A critical fail scores zero overall, regardless of how strong the rest of the call was. On inbound interactions, the most common critical fails are: Failing to authenticate the custome…
Philani Chade Maswanganye · April 25, 2026 · scoring · critical-fail · qa-scoring
Keyboard shortcuts you should learn in your first week
Keyboard shortcuts QUALICORE is built for keyboardfirst workflows. | Shortcut | What it does | | | | | / | Focus the global search | | g d | Go to dashboard | | g s | Go to your sessions | | g k | Go to kn…
Philani Chade Maswanganye · April 25, 2026 · shortcuts · productivity · getting-started
Welcome to QUALICORE — first day for Admins
Welcome to QUALICORE If today is your first day on QUALICORE as a Admin, this article is for you. Your first 30 minutes 1. Sign in at /login with the credentials your admin shared. 2. Complete your profile in Settin…
Philani Chade Maswanganye · April 25, 2026 · onboarding · first-day · getting-started
Contact centre best practices for KwaZulu-Natal operations
Best practices — KwaZuluNatal Contact centres in KwaZuluNatal face a few specific dynamics: Load shedding — keep evaluation drafts in autosave. QUALICORE persists drafts every 30 seconds. Multilingual customers — sw…
Philani Chade Maswanganye · April 25, 2026 · contact-centre · province · best-practices
Why downloading a payslip isn't working — common causes
Troubleshooting — downloading a payslip If downloading a payslip isn't working for you, run through this list: 1. Check connectivity — the bottomright indicator should be green. 2. Sign out and back in — fixes 80% of…
Philani Chade Maswanganye · April 25, 2026 · common-issues · troubleshooting
Install QUALICORE as an app on your phone
Install as an app QUALICORE is a Progressive Web App. You can install it like a native app: iOS Safari: 1. Tap the share icon 2. Choose Add to Home Screen Android Chrome: 1. Tap the threedot menu 2. Choose Install Ap…
Philani Chade Maswanganye · April 25, 2026 · pwa · install · mobile
Late fees and the overdue dunning sequence
What happens when a customer pays late QUALICORE follows a fourstep dunning sequence: | Day past due | Action | | : | | | 0 | Invoice marked o…
Philani Chade Maswanganye · April 25, 2026 · late-fees · overdue · billing
Refunds via Yoco — what to expect
Refunds via Yoco When a refund is issued through QUALICORE for a Yocopaid invoice: 1. The amount is sent to Yoco via POST /payments/:id/refunds. 2. Yoco posts a refund webhook (verified via HMAC against YOCOWEBHOOKSEC…
Philani Chade Maswanganye · April 25, 2026 · refunds · yoco · billing
Receipts, billing statements, and the invoice PDF
Document types in QUALICORE billing There are four PDFs your finance team will see: 1. Invoice — issued at the start of each cycle. /admin/invoices/:id/pdf. Itemised line items + VAT. 2. Receipt — issued when a paymen…
Philani Chade Maswanganye · April 25, 2026 · receipt · pdf · billing
Mid-cycle agent changes — how proration works
Proration on agent count changes QUALICORE bills per active agent. When you add or remove agents midcycle, the next invoice prorates by working days remaining. Add an agent: the new agent's perday cost is added for ev…
Philani Chade Maswanganye · April 25, 2026 · billing-cycle · proration · billing
VAT, BBBEE and ECONX GROUP — what's on your invoice
VAT and statutory disclosures Every QUALICORE invoice issued from a South African tenant carries: 15% VAT itemised separately from the subtotal (SARS requires this on tax invoices over R5 000). VAT registration numb…
Philani Chade Maswanganye · April 25, 2026 · vat · south-africa · billing
How volume + loyalty + retention discounts stack
Discounts on QUALICORE invoices QUALICORE supports four automatic discount types that stack additively: Autopay flatrand discount — set per company (default R40). Applies whenever autopay is active on the invoice's b…
Philani Chade Maswanganye · April 25, 2026 · discount · volume · loyalty
The four types of credit on your account
Credit types QUALICORE distinguishes four credit families on a tenant's account so finance can report on each separately: 1. Promo credit — granted by sales (e.g. a launch promo). Use within 90 days by default; config…
Philani Chade Maswanganye · April 25, 2026 · credit · types-of-credit · billing
Manual discounts (set by admin or customer service)
Manual discounts Sometimes a customer is owed a goodwill credit, a partial refund as a discount, or a oneoff concession. QUALICORE supports this with a manualdiscount lever: Endpoint: POST /admin/invoices/:id/applydis…
Philani Chade Maswanganye · April 25, 2026 · credit · manual-discount · billing
What happens when you overpay an invoice
Overpayments and credit balance If you pay more than the invoice amount — e.g. you round up, or you paid a previous balance that has since been written off — QUALICORE never throws the surplus away. How it works: 1. T…
Philani Chade Maswanganye · April 25, 2026 · credit · overcredit · overpayment
How autopay discount works on your subscription
Autopay discount When autopay is enabled, your subscription qualifies for a flatrand discount that the superadmin sets per company. Where you see it: The discount value and Yoco/Stripe label both come from the percom…
Philani Chade Maswanganye · April 25, 2026 · autopay · discount · billing
Reading the PIF Rate dashboard for QA Analysts
PIF Rate dashboard — QA Analyst The PIF Rate card on your dashboard shows three numbers: Today — the rolling 24hour figure Trend (7d) — direction relative to last week Goal — your team's target for the period If y…
Philani Chade Maswanganye · April 25, 2026 · reports · kpi · reporting
POPIA basics for QA Analysts
POPIA basics — QA Analyst The Protection of Personal Information Act (POPIA, No. 4 of 2013) is the South African law that governs how organisations handle personal information. Three rules every QA Analyst must rememb…
Philani Chade Maswanganye · April 25, 2026 · popia · data-protection · compliance
How AI suggests coaching focus areas for QA Analysts
AI coaching suggestions Whenever a QA Analyst fails an evaluation, the AI proposes: Top 3 development areas — derived from the failed criteria + their tags Talking points — opening lines for the coaching conversatio…
Philani Chade Maswanganye · April 25, 2026 · ai · coaching-suggestions · ai-&-ml
How AI parses candidate CVs for QA Analyst roles
AI CV parsing When a CV is uploaded for a QA Analyst role, QUALICORE runs three AI passes: 1. Profile extraction — pulls structured fields (years of experience, skills, education, certifications, languages, role histo…
Philani Chade Maswanganye · April 25, 2026 · ai · cv-parsing · ai-&-ml
How to dispute an evaluation — agent rights
Disputing an evaluation You have the right to dispute any evaluation. Here's how: 1. Open the evaluation in /dashboard/agent/evaluations/[id]. 2. Click Raise Dispute. 3. Explain in at least 50 characters why you disag…
Philani Chade Maswanganye · April 25, 2026 · disputes · agent-rights · escalations
Auto-escalation triggers explained: script violation
Autoescalation: script violation QUALICORE evaluates five trigger algorithms after every QA submission: 1. Fatal fail — any criterion of type script violation. 2. Repeat fails — the same criterion failing across 3+ ev…
Philani Chade Maswanganye · April 25, 2026 · triggers · auto-escalate · escalations
Why both signatures matter for QA Analyst coaching records
Why both signatures matter A coaching session record without both signatures is not legally defensible under the Labour Relations Act No. 66 of 1995. QUALICORE will refuse to generate the Proof of Coaching PDF unless…
Philani Chade Maswanganye · April 25, 2026 · signatures · compliance · coaching
Agent off-PC: how supervisors record on their behalf
Agent offPC — supervisor override When the agent is on a backtoback call queue, you don't have to wait. Supervisor steps: 1. Open the session in /dashboard/supervisor/sessions/[id]. 2. Click "Agent OffPC — Record on T…
Philani Chade Maswanganye · April 25, 2026 · off-pc · supervisor-override · coaching
GROW model walkthrough for QA Analyst first sessions
GROW for QA Analyst first sessions The GROW model in QUALICORE coaching has five fields: G — Goal (Specific): what is the coaching focus? R — Reality (Measurable): where is the agent today? O — Options (Achievable)…
Philani Chade Maswanganye · April 25, 2026 · grow · first-session · coaching
Partial credit on FCR — when to award and when to fail
Partial credit on FCR QUALICORE supports a threestate scoring model: pass, partial, fail. Award partial credit when: The agent attempted the behaviour but missed an element The customer interrupted before completion…
Philani Chade Maswanganye · April 25, 2026 · scoring · partial-credit · qa-scoring
Fatal fail: script violation — how to score and what to do next
Fatal fail — script violation A fatal fail of type script violation triggers four downstream actions in QUALICORE: 1. The evaluation is locked at 0%. 2. An escalation is autoraised on the supervisor's queue. 3. The su…
Philani Chade Maswanganye · April 25, 2026 · fatal-fail · compliance · qa-scoring
Critical-fail criteria explained for WhatsApp calls
Criticalfail criteria — WhatsApp A critical fail scores zero overall, regardless of how strong the rest of the call was. On WhatsApp interactions, the most common critical fails are: Failing to authenticate the custo…
Philani Chade Maswanganye · April 25, 2026 · scoring · critical-fail · qa-scoring
Keyboard shortcuts you should learn in your first week
Keyboard shortcuts QUALICORE is built for keyboardfirst workflows. | Shortcut | What it does | | | | | / | Focus the global search | | g d | Go to dashboard | | g s | Go to your sessions | | g k | Go to kn…
Philani Chade Maswanganye · April 25, 2026 · shortcuts · productivity · getting-started
Welcome to QUALICORE — first day for QA Analysts
Welcome to QUALICORE If today is your first day on QUALICORE as a QA Analyst, this article is for you. Your first 30 minutes 1. Sign in at /login with the credentials your admin shared. 2. Complete your profile in S…
Philani Chade Maswanganye · April 25, 2026 · onboarding · first-day · getting-started
Contact centre best practices for Gauteng operations
Best practices — Gauteng Contact centres in Gauteng face a few specific dynamics: Load shedding — keep evaluation drafts in autosave. QUALICORE persists drafts every 30 seconds. Multilingual customers — switch your…
Philani Chade Maswanganye · April 25, 2026 · contact-centre · province · best-practices
Why downloading a payslip isn't working — common causes
Troubleshooting — downloading a payslip If downloading a payslip isn't working for you, run through this list: 1. Check connectivity — the bottomright indicator should be green. 2. Sign out and back in — fixes 80% of…
Philani Chade Maswanganye · April 25, 2026 · common-issues · troubleshooting
Install QUALICORE as an app on your phone
Install as an app QUALICORE is a Progressive Web App. You can install it like a native app: iOS Safari: 1. Tap the share icon 2. Choose Add to Home Screen Android Chrome: 1. Tap the threedot menu 2. Choose Install Ap…
Philani Chade Maswanganye · April 25, 2026 · pwa · install · mobile
Late fees and the overdue dunning sequence
What happens when a customer pays late QUALICORE follows a fourstep dunning sequence: | Day past due | Action | | : | | | 0 | Invoice marked o…
Philani Chade Maswanganye · April 25, 2026 · late-fees · overdue · billing
Refunds via Yoco — what to expect
Refunds via Yoco When a refund is issued through QUALICORE for a Yocopaid invoice: 1. The amount is sent to Yoco via POST /payments/:id/refunds. 2. Yoco posts a refund webhook (verified via HMAC against YOCOWEBHOOKSEC…
Philani Chade Maswanganye · April 25, 2026 · refunds · yoco · billing
Receipts, billing statements, and the invoice PDF
Document types in QUALICORE billing There are four PDFs your finance team will see: 1. Invoice — issued at the start of each cycle. /admin/invoices/:id/pdf. Itemised line items + VAT. 2. Receipt — issued when a paymen…
Philani Chade Maswanganye · April 25, 2026 · receipt · pdf · billing
Mid-cycle agent changes — how proration works
Proration on agent count changes QUALICORE bills per active agent. When you add or remove agents midcycle, the next invoice prorates by working days remaining. Add an agent: the new agent's perday cost is added for ev…
Philani Chade Maswanganye · April 25, 2026 · billing-cycle · proration · billing
VAT, BBBEE and ECONX GROUP — what's on your invoice
VAT and statutory disclosures Every QUALICORE invoice issued from a South African tenant carries: 15% VAT itemised separately from the subtotal (SARS requires this on tax invoices over R5 000). VAT registration numb…
Philani Chade Maswanganye · April 25, 2026 · vat · south-africa · billing
How volume + loyalty + retention discounts stack
Discounts on QUALICORE invoices QUALICORE supports four automatic discount types that stack additively: Autopay flatrand discount — set per company (default R40). Applies whenever autopay is active on the invoice's b…
Philani Chade Maswanganye · April 25, 2026 · discount · volume · loyalty
The four types of credit on your account
Credit types QUALICORE distinguishes four credit families on a tenant's account so finance can report on each separately: 1. Promo credit — granted by sales (e.g. a launch promo). Use within 90 days by default; config…
Philani Chade Maswanganye · April 25, 2026 · credit · types-of-credit · billing
Manual discounts (set by admin or customer service)
Manual discounts Sometimes a customer is owed a goodwill credit, a partial refund as a discount, or a oneoff concession. QUALICORE supports this with a manualdiscount lever: Endpoint: POST /admin/invoices/:id/applydis…
Philani Chade Maswanganye · April 25, 2026 · credit · manual-discount · billing